Answer to Question 1
When communicating with someone, avoid distractionsfocus, concentrate
your attention. Don't let your mind wander. Most people think at a rate of 500
words per minute. People talk at a rate of 150 words per minute. Stay focused
on what is being said, or you will risk missing key points.
Listen for main ideas. People sometimes formulate ideas as the conversation
develops. These ideas and comments may be vague. Individuals may have
trouble coming to the point, particularly if it concerns sensitive issues. Restate
the other person's main ideas in your own words and ask if you have
understood correctly.
Ask questions during the discussion or conversation. If something is unclear
or seems to contradict your personal sense of logic, seek clarity. This
encourages the talker and shows that you are listening and are interested in
what he or she has to say.
Suppress your biases. We all have biases, opinions, and prejudices. While
listening, we often allow certain words, ideas, or statements to trigger
emotional responses. Give the speaker a chance to make the point. We may
not like what is being said, but we should listen.
Indicate to the sender your feelings about the communication. This shows
empathy and clarifies the sender's position. However, refrain from
interrupting the person speaking until he or she has had a chance to complete
the sentence or thought.
Refrain from fidgeting, squirming, scribbling, twiddling your thumbs, sorting
papers, and writing menus. Give the speaker your undivided attention. Most of
us can do only one thing well at a time. Looking away during conversation
communicates indifference to what the other person is saying. Show the other
person the interest and attention that you yourself would like to receive.
Listen for the rationale behind what the other person is saying. This is
important if what he or she is saying does not make sense to you. A kitchen
team member maybe making a request on the basis of erroneous information
about the organization. Be sensitive and make sure you understand why
people say what they do.
Respond to nonverbal cues. This clarifies the meaning of a reaction. It ensures
that behavior and words convey the same message and shows understanding.
Listen to all messages, not just the interesting ones. If we are poor listeners,
our inclination is to stop listening. Don't stop the flow. Too often we allow
external or internal distractions to divert us from the speaker's message.
Active listening skills are key. Seldom is a message so boring that we can't
find reasons to listen.
Consider the other person's emotions and background. Some people's
background and motivations are so different from ours that we tend to ignore
their perceptions. Listen to their point of view. You may learn something new.
Answer to Question 2
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